Parcelforce Non Delivery

andybrock

Just looking for some advice.I recently ordered some goods from Germany and they were sent to the UK via GLS and then Parcelforce.After 12 days the goods hadnt arrived so I contacted the sender and he sent the tracking details.It stated the goods had been delivered to an address two houses away from mine.After checking at this property, the goods were not located.The signature was a name unknown to the householder or anyone nearby.There was also no card left at my property indicating the location of the package.After contacting the local depot a CS assistance said she would ask the driver.After not returning my call,it turns out that the driver could not remember the delivery and was "vague".She has passed it on to the operations manager.According to Parcelforce's T+Cs the sender of the package can only claim for compensation.Is this correct?

Many Thanks.

pinkshoes

Yes, it would be up to the sender to claim for the loss.

If the tracking shows they've been delivered to an address that is not yours, then it wasn't delivered.

Forris

Items that come through the GLS network are not allowed to be left with a neighbour, they have to be delivered to the address on the parcel or taken back to the depot. As a driver, recalling a specific parcel from a few days ago is near-impossible unless there was something out of the ordinary about the delivery. There are 2 possibilities here:

1. The parcel has been left with the neighbour and they are lying about not having heard of the name. Have you checked the name on BT's online phonebook to see if they have a listing for it?

2. The parcel has been 'doorstepped' (left without a signature) and the driver has made up the name.

With either option, the driver is in the wrong. Parcelforce get fined by GLS for leaving these parcels with a neighbour. And, yes, it is up to the sender to put in a claim, although it may be worth contacting GLS directly. Their contact form is at http://www.gls-group.eu/276-I-PORTAL-WEB/content/GLS/NL99/EN/5002_-contact-gls.htm

Good luck.

PS. If you are happy to give me the tracking number then I will check it on the PF system on Monday and give you
a better opinion.

andybrock

Forris wrote: »

Items that come through the GLS network are not allowed to be left with a neighbour, they have to be delivered to the address on the parcel or taken back to the depot. As a driver, recalling a specific parcel from a few days ago is near-impossible unless there was something out of the ordinary about the delivery. There are 2 possibilities here:

1. The parcel has been left with the neighbour and they are lying about not having heard of the name. Have you checked the name on BT's online phonebook to see if they have a listing for it?

2. The parcel has been 'doorstepped' (left without a signature) and the driver has made up the name.

With either option, the driver is in the wrong. Parcelforce get fined by GLS for leaving these parcels with a neighbour. And, yes, it is up to the sender to put in a claim, although it may be worth contacting GLS directly. Their contact form is at http://www.gls-group.eu/276-I-PORTAL-WEB/content/GLS/NL99/EN/5002_-contact-gls.htm

Good luck.

PS. If you are happy to give me the tracking number then I will check it on the PF system on Monday and give you
a better opinion.

Thanks for the info.Have checked all postcodes which are the same as mine and cannot identify the name.I have sent you a PM with the tracking number.

Forris

Ok, I've had a look and there's nothing extra that jumps out out me. I did a check on BT as well and there doesn't seem to be a Smith listed in a road near you or in a similar-named road (I was trying to rule out the driver delivering to the wrong road by mistake).

So, my original points still stand. Whether the driver doorstepped your parcel or got a neighbour to sign for it, he has broken the rules. GLS parcels must only be delivered to the address on the parcel. Parcelforce will receive a penalty fine from GLS for this. Also, even if he did leave it with a neighbour then he should have left you a card.

Have Lincoln depot been able to speak any further to the driver. They could ask him to pop back to the address to see if it jogs his memory.

I hope it wasn't a one-off parcel and can be replaced. Good luck. Let me know if you need anything further.

andybrock

Forris wrote: »

Ok, I've had a look and there's nothing extra that jumps out out me. I did a check on BT as well and there doesn't seem to be a Smith listed in a road near you or in a similar-named road (I was trying to rule out the driver delivering to the wrong road by mistake).

So, my original points still stand. Whether the driver doorstepped your parcel or got a neighbour to sign for it, he has broken the rules. GLS parcels must only be delivered to the address on the parcel. Parcelforce will receive a penalty fine from GLS for this. Also, even if he did leave it with a neighbour then he should have left you a card.

Have Lincoln depot been able to speak any further to the driver. They could ask him to pop back to the address to see if it jogs his memory.

I hope it wasn't a one-off parcel and can be replaced. Good luck. Let me know if you need anything further.

Thanks for the update Forris.Had a call earlier today I believe from Lincoln but was unable to take it due to work.No message left and when I rung back was unable to connect.Will attempt to contact operations manager tomorrow and he/she may have some good news.Luckily the contents are replaceable,its a pain trying to contact the German supplier and Im relying on them to claim/dispatch another item.Will keep you updated and fingers crossed.

andybrock

Spoke to the depot this afternoon were I was informed by the original CS person that the operations manager had tried to contact me on Monday afternoon.Very strange as he left no message and the number he rung on was unable to be contacted.The CS person said the manager had spoke to the driver but the CS person was unable to tell me what had been discussed,only to suggest I would be asked to claim.I stated that the Sender would have to place the claim and she didnt know who would have to claim!I asked for the name of the manager and will contact him tomorrow.When informed the CS person that the parcel should have only been delivered to the specific address she was unaware of that policy.Certainly dont seem to be very helpful and havnt returned any of my calls at all.
Still awaiting contact from the supplier in Germany.

Forris

Good to hear that you're making progress,albeit slowly! The next time you speak to someone at the PF depot you should ask to speak to a manager. The GLS network is very important to PF and penalty clauses are in place for when the contract terms are broken.

andybrock

Forris wrote: »

Good to hear that you're making progress,albeit slowly! The next time you speak to someone at the PF depot you should ask to speak to a manager. The GLS network is very important to PF and penalty clauses are in place for when the contract terms are broken.

Manager actually contacted me today and left a message.
He said he had interviewed the driver and the driver stated he "thinks" that the address is were he left the parcel but cant really remember(wouldnt expect him too after 2 weeks!).
Interesting that he stated that Parcelforces T+Cs state that they can leave GLS network parcels at neighbours houses.
Just would like to clarify this point before I speak to him tomorrow.
He then stated there was nothing else he could do and passed on the CS number of claims:(
No word today from my German supplier:mad:

Forris

The manager is very,very wrong. GLS parcels must not be left with a neighbour or taken to a Post Office (Local Collect). This has always been the case. My depot (and I'm assuming all depots) produce a sheet that shows which senders do not allow delivery to neighbours or PO counters. GLS is always on the list as no to both.

Unfortunately, I am not at work for a couple of weeks otherwise I would be able to find a copy of the Ops Bulletin. I'm afraid that you are going to have to take my word for it, but I have worked for PF for 9 years as driver, shift manager and depot manager, so I have a bit of knowledge!

If the manager at Lincoln states that it is in their Ts & Cs, ask him where you can find this on their website (the customer-facing site is not overly clear).

It is worth remembering, however, that you still don't have your parcel, and until you do, the sender has not fulfilled their obligation to deliver your parcel to you.

andybrock

Hi Foriss, thanks for the confirmation.
I am going to return the call tomorrow and explain about the situation (Hopefully the manager will take it onboard and prevent this happening again to another).
Awaiting communication Germany...............................:doh: